Cambridge International AS Level · Travel and Tourism (9395)

Ways of assessing customer service quality: Practice Questions

5 multiple-choice questions marked as you go, and 4 written questions with worked solutions. All on Ways of assessing customer service quality.

9 questions18 marksFree, no account

Question 1

1 mark

Which method of assessing customer service quality involves comparing an organization's performance against the best practices of industry leaders?

Question 2

1 mark

When using mystery shoppers to assess a restaurant's service, which of the following is the most important factor for the assessment's validity?

Question 3

1 mark

A large resort identifies a consistent 2-star rating on a popular travel review site regarding its check-in speed. Which combination of assessment methods would best help the management identify the root cause and improve the process?

Question 4

1 mark

Which of the following is considered a primary form of online customer feedback for a travel agency?

Question 5

1 mark

A theme park uses observed interactions to assess service quality. What is a primary advantage of this method over customer surveys?

Question 6

2 marks

Identify two ways in which social media can be used by customers to provide feedback on the service quality of a destination.

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Question 7

3 marks

Describe how a theme park might use focus groups to gather detailed qualitative data regarding the quality of its customer service.

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Question 8

5 marks

Distinguish between customer feedback and benchmarking as distinct processes for evaluating the standards of service within a destination.

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Question 9

3 marks

A high-end travel agency is reviewing its service delivery to improve its enhanced reputation.
(a) Identify and describe two different market research techniques the agency could use to assess its customer service quality.
(b) Explain how the use of mystery shoppers specifically helps an organisation identify gaps in its service delivery that might not be captured by customer surveys.

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